OTC Disputes & Reconciliation Team Leader with German

Job Overview

Job Purpose

Lead and manage the OTC Disputes & Reconciliation team for the German market, ensuring effective resolution of disputes and accurate reconciliation processes. Responsible for team performance, process improvements, and maintaining strong relationships with key customers and internal stakeholders.

Accountability /

Objectives

• Manage and develop a team of Disputes and Reconciliation Agents with German.
• Oversee end-to-end dispute and reconciliation processes for the German region.
• Ensure timely and accurate resolution of customer disputes and account reconciliations.
• Drive process improvements and best practices within the team.
• Act as the main point of contact for escalations and complex cases.

Key responsibilities

• Lead, coach, and motivate a team of 6 specialist supporting the German market.
• Oversee the end-to-end dispute management and reconciliation processes.
• Monitor team performance, set objectives, and conduct regular reviews.
• Ensure timely and professional handling of customer inquiries, disputes, and reconciliations.
• Guide and support the team in conducting root cause analysis, ensuring implementation of solutions to minimize repeat disputes.
• Analyze team workload and allocate resources effectively.
• Liaise with key customers and internal departments (Sales, Supply Chain, Customer Service, Cash Collection, Cash Application, Rebate) to resolve issues and improve processes.
• Handle escalated cases and complex disputes.
• Prepare and present reports on team performance and KPIs.
• Support onboarding and training new team members.
• Foster a culture of continuous improvement and customer focus.

Competencies, Skills, Experience

Technical Skills & Professional Aptitudes

• Strong leadership and people management skills.
• In-depth knowledge of OTC (Order-to-Cash) processes, dispute management, and reconciliation.
• Experience with SAP (S4Hana preferred).
• Advanced MS Excel skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to work effectively in a matrix organization.
• Proactive, organized, and able to prioritize tasks.
• High attention to detail and customer orientation.

Experience

• Proven experience in a similar OTC, Dispute, or Reconciliation role.
• Previous experience in team leadership or supervisory position.
• Experience working with German customers or in the German market.

Role Segmentation

(Office Based / Hybrid / Remote / Field)

• First 1 month: Hybrid (Warsaw, Poland)
• After training: Fully remote (with office access in Warsaw, Poland)

Primary Location

Travel % (Domestic / International)

Warsaw

Languages

(If applicable)

• Fluent German (required)
• Strong English (required)
• Other European languages are an advantage

Education / Qualifications

Education

• Higher Degree in Business, Finance, Systems, or related field.

Qualifications

n/a

Key Relationships

Internal

• Dispute Agents
• Reconciliation Agents
• Sales
• Supply Chain
• Customer Service
• Cash Collection
• Cash Application
• Rebates Team
• Other internal stakeholders

External

• German speaking customers

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at accommodations@sbdinc.com. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

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